Case Study: Zion Call Management achieves 75% faster answer times and AI-powered quality assurance at scale with Talkdesk

Zion Call Management scales specialized operations with AI-powered customer care

Zion Call Management is a specialized call center serving the self‑storage industry, managing calls and remote operations for individual facilities while preserving each client’s brand and procedures. As the company grew, legacy contact‑center technology couldn’t support Zion’s need for distinct, location‑specific call flows and robust quality oversight, making it hard to scale without degrading service.

By adopting Talkdesk, Zion created unique call flows for every location that feed into a unified agent queue and added Digital Engagement, Knowledge Management, automated payments and callback features, and AI‑powered call grading. The platform cut average answer time from over two minutes to under 30 seconds (a 75% reduction), accelerated QA capabilities through automated call grading, saved thousands of agent hours monthly, and improved multi‑channel routing and operational efficiency.

Zion Call Management

Christian Thurgood

Founder